Ron Burley, the man behind “Unscrewed: The Consumers� Guide to Getting What You Paid For,” has published two articles on how to effectively deal with customer service reps. On the Do Not Want side, you shouldn’t threaten legal action, because it will likely shut down any further communication as the company goes into automatic CYA mode. (You don’t want to tip your hand about any legal action anyway.) What you should say is “Thank you,” because being nice might help you stand out among the parade of complainers.
